基于大数据技术的客户诉求分析与应用

The customer demands analysis and application based on big data

随着投诉治理力度的不断加强,各地市投诉都在不断的减少,95598客户服务中心通过对投诉工单的筛选及分析发现不少投诉是可以提前预控的。春灌、迎峰度夏、峰谷电价推广、智能表更换等特殊时期的投诉,可以在事件前期通过提前预警的方式对存在投诉风险的问题进行梳理并向各地市提供预警信息。针对客户诉求分析过程中出现的问题展开研讨,成员开拓思路、集思广益,利用大数据分析技术,整合客户档案、诉求信息等相关数据,准确预测客户热点诉求和发展趋势,统筹协调互动化服务手段提前开展主动服务,从而有效提升客户优良感知,减少投诉。

With the continuous strengthening of complaints ,nanagement, conlplaints are constantly reduce（l throughout the city, 95598 customer service center by sereening and analysis of the c（）mplaints work order found a lot of＂ （＇nmplaints can be preview in advance. Special period of complaints such as spring irrigation, peak load of summer, peak and valley price promotion, smart meters replacement an（t so on, which can sort nut the problem of the risk of＂ complaint through early warning in the early stage of the event, and provide early warning information to the city. the problems in the analysis of＂ customer demand analysis are discussed, the members t^roaden their train of thought and brainstorming, use big data analysis technology to integrate relevant data such as customer file, claim information, etc, accurately predict the customer hot demands and development trends, co-ordinate and coordinate the interactive service means to ean＇y out active service in advance, thus ei]~etively improving customer quality awareness, reduce the complaints.